Support Specialist Pinelands - Pinelands
Metacom Ltd
We require candidates with a technical background in our support centre to provide online and telephonic service and support to external customers and to assist internal business partners. The successful candidate must be focused and equipped to provide an outstanding customer service experience. Duties would include, but not limited to: Provide guidance, mentoring and feedback to Level 1/2 support representatives in a positive and constructive manner. Provide advanced troubleshooting to resolve any escalated requests. Maintain a high degree of first-time resolution for support queries. Manage and meet defined SLAs for each request. Provide frequent updates on all outstanding incidents/service requests. Stay up to date on new solutions and schedule training sessions with the support team to upskill them on the new solutions. Communicate new or updated internal procedures to the team. Analyze and respond appropriately to customer requests, complaints, queries, requirements. Identify, document, and alert the supervisor of any trends in customer calls, complaints, or requests. Assist with all queries that arise from other departments within Metacom. Provide administrative support by gathering information for statistical reports. Assist Supervisors with ad hoc tasks and projects. Investigate trend and analysis with the aim to resolve root cause with necessary stakeholders and service providers. Requirements: N, CCNA, CCNP a minimum. Advanced Linux Networking experience required. Minimum 3 years in an Internet Service provider call center environment. A strong understanding of Wireless technologies. A strong understanding of network implementations, operations, security, and troubleshooting. Good understanding of network infrastructure and architecture Must be flexible and able to work shifts. Key Knowledge PPPoE, FNOs TCP/IP, UDP, HTTP, DNS, SMTP, FTP OSPF, BGP, VLANs Subnetting
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